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L
Rank 1
Laughsplace
Rank 1
November 29, 2023
Solved

Warm Home Discount delay

  • November 29, 2023
  • 25 replies
  • 961 views

Trying to get answers as to why my warm home discount has not been applied ...received an email from OVO stating it would be applied by 27th November.  Its not been done ..

They have told me it's the government that pay it not them? 

Government told me its OVO that pay it not them?

Why can't I get a straight answer????

Best answer by Emmanuelle_OVO

Updated on 12/08/25 by Abby_OVO

 

What is the Warm Home Discount (WHD)?

 

 

The Warm Home Discount scheme is a one-off £150 discount off your electricity bill. If you’re eligible, your electricity supplier will apply the discount to your bill. The money is not paid to you.

 

You’ll usually get the discount automatically if you’re eligible. You only need to apply if you’re on a low income in Scotland - contact your energy supplier to apply. If you’re with OVO, you can do that through this form.

 

You may be able to get the discount on your gas bill instead if your supplier provides you with both gas and electricity and you’re eligible. Contact your supplier to find out.
 

If you need some assistance completing the WHD application when it, please contact our support team. 

 

Ways to get financial support

 

If you’re struggling financially or you’re worried about your energy bills, we’re here to support you. Find out about the different ways we can help here.

 

How do I register for the Priority Services Register (PSR)?

 

Check out the Extra Support Package here:
 

 

 

Hey @Laughsplace,

 

Got the following update, we’ve temporarily paused payments but aim to re-start payments over the next few days:

 

We’re pausing Warm Home Discount (WHD) payments for now
 
What’s happened?

We’ve noticed an issue with the VAT applied to WHD transactions, so we’ve made a change to make sure VAT is being applied correctly.

What have we done to fix this?

We’ve temporarily paused WHD payments while we fix the issue. We’ve also created two new transactions which will replace the existing WHD transactions, which clearly describe how VAT is calculated. 
 
The payments will be applied at £142.86 with VAT calculated at 5%, which is an additional £7.14. The total payment customers will receive is £150. 
 
For Core Group (customers notified to us by the Department of Work and Pension as eligible) customers we’ll use the following transaction:

  • £150 Warm Home Discount CG13 (£142.86 + £7.14 VAT)

For Broader Group (customers in Scotland who have applied to OVO for WHD) customers, we’ll use this transaction:

  • £150 Warm Home Discount BG13 (£142.86 + £7.14 VAT)


The payment is applied prior to VAT being added to the bill, so the amount is added as £142.86 and then the VAT attributed is 5% at £7.14. For example:

We’ll give another update soon and will aim to restart payments over the next few days. 

25 replies

H
Rank 4
Hallokath
Rank 4
November 29, 2023

I was told i would receive my home warm discount by 30/11/2023 but no sign yet.

BPLightlog
Super User
BPLightlogSuper User
Super User
November 29, 2023

If you have an email from OVO then it’s up to them to organise payment. 
I know that some have got more useful answers via the OVO twitter (X) route

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
Blastoise186
Super User
Blastoise186Super User
Super User
November 29, 2023

Erm… It’s not the 30th November yet? Try being a bit more patient - it may help.

Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
November 30, 2023

Hey @Laughsplace,

 

Really sorry to hear your payment is delayed, 

 

 

For those in England and Wales, eligible customers will receive a letter from the Government confirming if they are eligible, and don’t need to do anything to apply.

 

 

England and Wales

 

If you live in England or Wales you don’t need to apply for the Warm Home Discount but you will need to meet the eligibility criteria set by the Government. This is split into two Core Groups:

  • Core Group 1 - for people who get Guaranteed element of Pension Credit
  • Core Group 2 - for people who get qualifying means-tested benefits or tax credits

 

The eligibility qualifying date for both groups is 13 August 2023. The Government will write to benefit claimants between October and December 2023.

 

For those in Scotland, the Core Group remains unchanged and applies to those who were in receipt of the Guaranteed Element of Pension Credit on 13 August 2023. If you fall under this category, you do not need to take any action and you’ll receive a letter to notify you of your eligibility.

 

For customers in Scotland who fall under the Broader Group, you do still need to apply - you can check out this really handy guide on eligibility criteria for the Broader Group in Scotland, as well as the homepage for the Broader group from the Government: https://www.gov.uk/the-warm-home-discount-scheme/low-income-scotland.

 

Are you from England and Wales? Are you in the ‘core group 1’ or ‘core group 2’ Did you get a letter from the Government? 

 

The money is not paid to you - it’s a one-off discount applied to your meter between early October 2023 and 31 March 2024.

 

The support team will be able to advise if the payment has been added to your account yet, if so, this should be applied to your meter soon. The payment does come from the government, but OVO will be responsible for allocating it to your account.

 

I hope this helps. 

Renewable Energy? Big Fan.
Emmanuelle_OVO
Retired Moderator
Emmanuelle_OVO
Retired Moderator
November 30, 2023

Hey @Hallokathotmail.com,

 

Welcome to the OVO Online Community, 

 

I just saw another Pay As You Go customer report their payment is delayed also! I’ll report back if I hear anything internally about payment delays. 

 

Have you received your payment yet? I can see you said it would be paid by the 30th. It’s worth noting it sometimes will get added to the gas meter instead. 

 

For those in England and Wales, eligible customers will receive a letter from the Government confirming if they are eligible, and don’t need to do anything to apply.

 

England and Wales

 

If you live in England or Wales you don’t need to apply for the Warm Home Discount but you will need to meet the eligibility criteria set by the Government. This is split into two Core Groups:

  • Core Group 1 - for people who get Guaranteed element of Pension Credit
  • Core Group 2 - for people who get qualifying means-tested benefits or tax credits

 

The eligibility qualifying date for both groups is 13 August 2023. The Government will write to benefit claimants between October and December 2023.

 

Are you from England and Wales? Are you in the ‘core group 1’ or ‘core group 2’ Did you get a letter from the Government? 

 

The money is not paid to you - it’s a one-off discount applied to your meter between early October 2023 and 31 March 2024.

 

The support team will be able to advise if the payment has been added to your account yet, if so, this should be applied to your meter soon. The payment does come from the government, but OVO will be responsible for allocating it to your account.

 

I hope this helps. 

Renewable Energy? Big Fan.
L
Rank 1
LaughsplaceAuthor
Rank 1
November 30, 2023

Yeah ...useless reply !!!! …

 

Yes I am eligible 

Yes I have had a letter from government saying I'm eligible 

OVO know I am eligible 

OVO sent me an email !!

"You don't need to do anything. We'll get your Warm Home Discount to you by the 27/11/2023 and let you know when it's done."

Please OVO stop posting useless replies!!!

Jeffus
Rank 20
Jeffus
Rank 20
November 30, 2023

Yeah ...useless reply !!!! …

 

Yes I am eligible 

Yes I have had a letter from government saying I'm eligible 

OVO know I am eligible 

OVO sent me an email !!

"You don't need to do anything. We'll get your Warm Home Discount to you by the 27/11/2023 and let you know when it's done."

Please OVO stop posting useless replies!!!

HI @Laughsplace 

I don't work for OVO, I am just a customer like you.

It is unfortunate that you will find that the OVO customer service team when you phone up have a  variety of knowledge on various subjects including the Warm Home Discount. Most are great in my experience but some can give misleading information from time to time.

No one on this forum, including the OVO  moderators, can access your account.

As @BPLightlog says it might be worth trying the official ovo twitter or Facebook pages. Both are official support channels and unlike the forum, ovo staff on twitter and Facebook can access your account.

    juliamc
    Rank 20
    juliamc
    Rank 20
    November 30, 2023

    Also of course these answers are available for anyone to read so including all the information in an answer as above would be helpful for anyone searching on the subject.

      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      December 1, 2023

      Hey @Laughsplace,

       

      Really sorry, this sounds very frustrating. 

       

      I’ve asked internally if there are any delays in payments being experienced for pay as you go customers. I’ll report back to this topic if I hear anything.

       

      It may be that it’s an account specific issue, I'd chase this up with the support team:

       

      How to get in contact about my OVO Pay As You Go account

       

      • The best way to get in touch with us is via chat here. Just click the green chat icon on the bottom right of your screen. We’re here to help anytime from 9am to 5pm Monday to Friday and 8am to 2pm on Saturday.
      • Or call us on 0330 175 9669 during the same times.

       

      If you’re with Boost

      Renewable Energy? Big Fan.
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVOSolved
      Retired Moderator
      December 1, 2023

      Updated on 12/08/25 by Abby_OVO

       

      What is the Warm Home Discount (WHD)?

       

       

      The Warm Home Discount scheme is a one-off £150 discount off your electricity bill. If you’re eligible, your electricity supplier will apply the discount to your bill. The money is not paid to you.

       

      You’ll usually get the discount automatically if you’re eligible. You only need to apply if you’re on a low income in Scotland - contact your energy supplier to apply. If you’re with OVO, you can do that through this form.

       

      You may be able to get the discount on your gas bill instead if your supplier provides you with both gas and electricity and you’re eligible. Contact your supplier to find out.
       

      If you need some assistance completing the WHD application when it, please contact our support team. 

       

      Ways to get financial support

       

      If you’re struggling financially or you’re worried about your energy bills, we’re here to support you. Find out about the different ways we can help here.

       

      How do I register for the Priority Services Register (PSR)?

       

      Check out the Extra Support Package here:
       

       

       

      Hey @Laughsplace,

       

      Got the following update, we’ve temporarily paused payments but aim to re-start payments over the next few days:

       

      We’re pausing Warm Home Discount (WHD) payments for now
       
      What’s happened?

      We’ve noticed an issue with the VAT applied to WHD transactions, so we’ve made a change to make sure VAT is being applied correctly.

      What have we done to fix this?

      We’ve temporarily paused WHD payments while we fix the issue. We’ve also created two new transactions which will replace the existing WHD transactions, which clearly describe how VAT is calculated. 
       
      The payments will be applied at £142.86 with VAT calculated at 5%, which is an additional £7.14. The total payment customers will receive is £150. 
       
      For Core Group (customers notified to us by the Department of Work and Pension as eligible) customers we’ll use the following transaction:

      • £150 Warm Home Discount CG13 (£142.86 + £7.14 VAT)

      For Broader Group (customers in Scotland who have applied to OVO for WHD) customers, we’ll use this transaction:

      • £150 Warm Home Discount BG13 (£142.86 + £7.14 VAT)


      The payment is applied prior to VAT being added to the bill, so the amount is added as £142.86 and then the VAT attributed is 5% at £7.14. For example:

      We’ll give another update soon and will aim to restart payments over the next few days. 

      Renewable Energy? Big Fan.
      Show more replies
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